Complaints

This profile includes complaints for Vyve Broadband, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vyve Broadband, LLC

  707 Saratoga St Shawnee, OK 74804-2761

• 

  Vyve Broadband, LLC

  1501 W Mississippi St Durant, OK 74701

• 

  Vyve Broadband, LLC

  258843 PO Box Oklahoma City, OK 73125

• 

  Vyve Broadband

  40092 Hwy 49 Suite A Oakhurst, CA 93644

• 

  Vyve Broadband

  1108 W Main St Forest City, NC 28043

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/23/24 I finally just canceled service, internet was down for a week, got no responses from this sad company until the day after I returned equipment.There is no coincidence. Thankful not to be associated with **** anymore, and Id advise anyone reading this to do yourself a favor and not waste your money here. More often than not my internet is out and if you read complaints anywhere , youll see. The 5 star reviews are nonsense and real consumers see through this. My complaints will go everywhere , and anywhere else until we are completely compensated for this nonsense.4/22/24 It has been 4 days of NO INTERNET AND THEY ARE TOO COWARD TO RESPOND BACK ! THEY DONT LIKE WHEN YOU PUSH BACK AND HAVE TO DO THEIR JOB. NOW THEY ARE NOT GIVING ME SERVICE FOR ALMOST A WEEK STRAIGHT NOW! ******* IN ESCALATIONS PROMISED ME THAT THIS ISSUE WAS GOING TO BE FIXED ! TOLD ME THAT SHE UNDERSTOOD EXACTLY WHERE I WAS COMING FROM, LIED TO ME.**** , APPARENTLY THE ***** BOSS/DIRECTOR, CAME BY AND PROMISED ME THAT HE WAS GOING TO KEEP IN CONTACT WITH ME , THAT WAS A LIE AND HAS NOT ONE SINGLE TIME CHECKED IN ALTHOUGH MY SERVICE HAS BEEN OFF SINCE HE REPLACED MODEM!***** IS THE ONLY ONE TO HAVE DONE HIS JOB CORRECTLY. THIS COMPANY IS ABSOLUTELY HORRIBLE! THEY SEND TECHS TO COME TO YOUR HOME AND HAVE TO CALL 2 OTHER TECHS IN , AND ACTUALLY MADE THE ISSUE EVEN WORSE.THEY CLAIM THEY WANT TO HELP BUT THEY ARE HERE FOR YOUR MONEY!ALL OF THESE PEOPLE SAYING THEY HAVE HAD NO ISSUES ARE PEOPLE WHO RARELY USE THE INTERNET TO NOTICE THE ISSUES. THIS COMPANY IS ABOUT AS GOOD AS DIAL UP You know, people work from home nowadays and expect a service. The amount of stress and frustration you have caused this household and amount you charged us for inconsistent service for this long ! : 4/18/24 Still having absolutely horrible service. It is 8:30 am and service has cut out over 3 times. Wish I could post pictures. They sent THREE techs to my place for this.

  Business Response

  Date: 04/27/2024

  Thank you for taking the time to share your feedback.  
  We apologize for any frustrations you have experience with our service. 
  Your account has been disconnected per your request and a billing adjustment was applied.
  We followed up with you by email  and advises of a refund and processing time. 
  
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 04/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  you are not refunding MY card back, and instead sending a check in someone elses name. You have not made any adjustments to the entirety of inconsistent service either. No we are not the account holder but I will not accept someone elses mail. **** is aware that we have been paying this bill using OUR names, renting from this household and not going through an Account change . These were all the same issues we were having for months , there is a paper trail. You take money from my card, and you can refund it to the same card. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/02/2024

  Thank you for bringing this to our attention.
  We have reversed your credit card payment as requested. It will take 3-5 business days for the funds to appear.
  We will no longer be mailing a refund check.
  
  Thank you for allowing us to work towards a resolution.
  
  Sincerely,
  Vyve Broadband

  Customer Answer

  Date: 05/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You have only compensated for the one month when you know just as well as I do that there was an extended period of issues that you chose to ignore until I brought it to your attention ! Then you wanted to pretend you couldnt send my money back through the card I paid, which takes 3-5 business days , and you were going to have me waiting 90 days for a check that wasnt in my name. You are putting us through the wringer,it is not fair, time is money annd youve wasted a ton of BOTH time and Money on your side and mine!  and There is more you can do in Good Faith. I wont accept any less. Otherwise if you feel you have acted in good faith , then the complaints stand. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account is illogically sent to Collection when I have a ****** account, (direct withdrawal *******************) still active.To be concise, I have had an ****** account with Vyve ********************** for 2-1/2 years without a payment incident. The perfect payment record. Yet, for some reason, the final payment of $61 was never billed.Most emphatically, my ****** was never closed, never disputed, nor refused, and the bill certainly didnt bounce due to having overdraft protection. There was never any attempt by **** to bill the ****** It did not show up on bank statements.BOTTOM LINE: I find Vyve Communications in error on dropping the ball on my final bill. The bank letter is the undeniable, indisputable, unequivocal proof. My Final Bill ****** Didnt Show. Indeed, the payment is still ready and waiting to be taken. I intentionally keep the ****** open to ensure Vyve got their last payment, and somehow this happens? I do not wish to be rude, but simply clear in my words: I DO NOT dispute the $61 final bill; I never did. I only dispute the way it was handled. What employee didnt bother to look in their computer? Just threw it in the collection pile? Because I most certainly held up my end in keeping the ****** account open for final payment. Still waiting to be billed.I respectfully request that any action taken against me through collection agencies, plus any action taken against me in reporting to the credit agencies by Vyve Communications be immediately removed, collection withdrawn, and my credit restored.In other words, I request a full credit restoration.

  Customer Answer

  Date: 04/02/2024

  I would like to include this information in my complaint. Thank you, *************************

   

  My Response:

   

  I find your words in great manipulation of the truth. Your demanding phone call and email of Call me and pay is an admission of my guilt without being fully heard.

   

  Firstly, you have my phone number. It hasnt changed. So why did I not receive a heads up about the bill? I have the same email address as I did 7 months ago, but suddenly, after my complaint, you contact me this way to tell me to pay up. You send me a copy of the bill NOW--7 months later via email. Where was this email 7 months ago?

   

  When I called to cancel, I explained that I would not have a forwarding postal mailing address for several months because I was moving. I asked for a final bill and was told she couldnt provide it.

   

  I came down to your office in *********, **, to turn in the modem on October 11. The receipt is included to prove I was in the office in person. Im 100% disabled so it is very hard for me. I asked the service representative about final charges and she could not tell me. That spells out to me that Vyve is using some primitive operating software that cant do a simple math algorithm and give the customer final charges when requested.

   

  Sometime in December 2023, someone with an unknown caller ID called to tell me that I owed $118. I said bill me and take it from my account. She insisted I give her a credit card number. When I said no, she hung up. This smacks of a first rate scam. 

   

  Then, sometime in January 2024, someone with an unknown caller ID called to tell me that I owed $61. He mumbled and slurred his words and was almost unintelligible. The one thing I did hear was that I owed $61and he wanted a credit card number. I reiterated that a person had called me and said I owed $118. His reply was that he knew nothing about that. He demanded my credit card number. Lets see if the old lady will be gullible enough to pay this. I hung up. This was a flashing neon sign for a scam.

   

  If Vyve did make these calls, why were there no emails, no formal follow up contact from **** alerting me to the fact that these were legitimate calls? **** apparently has my email and phone number. How is a person supposed to pay when you block the only avenue they have by derolling (unenrollment) of my ACH account and then not trying to contact me via email or text? Again, **** clearly had this information in their files. My signature was required to start ACH. Why were they allowed to cancel that without my knowledge? Common sense dictates that you dont cancel the **** even on the last payment, especially on the last payment. I keep autopay because Im elderly and I dont want problems like this. Any normal person would have assumed the bill was paid.

   

  I have heard COMPLETE SILENCE from this company.

   

  I never received a courtesy call or email from Vyve regarding this matter before it went to collection.

   

  Why was the first bill $118 and then the second time it was $61?

   

  There are an unprecedented number of complaints against this company and there are ongoing BBB alerts about Vyves issues with billing.

   

  After a perfect payment record for the two and a half years that I subscribed to Vyve, this is how you treat a sterling customer? Perhaps the government of ******** should take a ****** from the ************** with their public utility commission who does investigations of questionable business practices, and hands out very stiff fines in protection of its consumers.

   

  I demand an apology as well as having a full credit restoration in writing.

   

  I dont consider this to be resolved.

   

  Business Response

  Date: 04/05/2024

  Vyve Response:
  Thank you for taking the time to reach out. We attempted to reach you by phone on April 1st, 2024 and April 3rd, 2024, we reached out to you by email on April 3rd, 2024.
  
  When requesting to disconnect service 9/28/24, we advised the auto pay was being removed.
  The final bill was generated for cycle of 9/21/23 -10/20/23.
  
  The initial deposit on your account has been refunded leaving a balance due of $61.84.
  Once payment has been received, we will expedite removal from collections. 

  
  Regards,
  Vyve Broadband
  *************
  ******************

• Initial Complaint

  Date:03/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had countless issues with vyve. Lately they have been trying to charge me for 2 months at a time. My last payment was in February and was told it was for a missed payment from October. So whatever I paid it. Then I got a new bill in March for $119. When my monthly is $56. So I was super confused and called. They said it was for the next two months and that it was showing up really early. Still made no sense and someone through chat told me something completely different so I paid half of that amount. I informed the person on the phone I was moving in just a couple weeks and wanted to make sure I would be reimbursed for overpaying. so i called today to set up cancellation and the person refused to reimburse me even though i was told i WOULD be reimbursed. i am beyond ****** with this company and am switching to spectrum over all of this ridiculous bs. never had a company make me pay for a month in advance and then refuse to give me my money back when I AM NOT USING THE SERVICE. YALL NEED TO QUIT THIS C*** Will be informing everyone I know to stay away from this company. And teach your employees how to read bills. Otherwise I would never had made this payment but I was lied to!!!

  Business Response

  Date: 03/11/2024

  Thank you for your feedback. We apologize for any frustrations this may have caused you. A Support team member has attempted to contact you by phone and via email regarding your billing concern. We would be happy to assist you with any questions you may have. Please reach out to us at ****************** or call *************.
  
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:02/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues with Vyve broadband since after the hurricanes in 2020. I am  paying for a service that never works.  I am unable to watch my tv, use my computer, etc on a daily basis due to the service being either in & out or not working at all. I have called Vyve Broadband more times than I can count due to these issues. They just keep sending their techs out to fix the issues. These techs have changed everything they can & I am still having issues. Each time they change something or suggest increasing my speed of service I am being charged a higher & higher amount. I absolutely am done with this! They cannot keep charging for something that never works! I have even told the Vyve customer support this and they will not refund or stop charging until they fix the issue. I have been told by the techs that **** knows there is an issue at their main pole but will not fix it bc of the cost factor. This makes no since to me as a business owner. If I charged my customers for a service they do not receive I would have to refund them. I work from home & cannot get anything done bc I am constantly calling Vyve for repairs & or waiting for techs to show up. As of now they are the main company in our area so they have us all stuck. This is unacceptable business practices & I am needing help with how to move forward & get someone higher up at their company to call me back. I cant get past the call center people. I have also done their phone survey that claims they want to hear back from their customers. I repeatedly say I would NOT recommend their company to anyone. You would think that would prompt someone higher up to call me but no one ever does. Like I said this issue is happening to all of my neighbors whom are wasting their money with **** also.  

  Business Response

  Date: 02/23/2024

  We appreciate you taking the time to share your feedback. We are sorry to hear you have been having issues with your internet service. Your concerns were escalated to the Technical Operations Manager to investigate further. Maintenance work has been completed on the main line and node. On 2/23/2024 we attempted to reach you by phone to confirm if still experiencing issues, and an email was sent. Please let us know if we can assist further.
  
  We thank you for the opportunity to work towards a resolution.
  
  Thank you,
  Vyve Broadband
  ******************
  **************

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** went out January 24th ****. Technician was late arriving on Tuesday on January 27th. Technician said issue would be resolved by the next afternoon. Issue was supposedly resolved finally on Friday February 1st. Internet worked for one day. Called Vyve and they cannot make it back out till the 6th. They knew several people in town where without internet. They know it was a problem with the fiber optic cable. They never informed me of either of these facts or kept me up to date on the progress of the repair. I met our local technician at the install of the modem, and it is still the same person. Incompetent is the word to use. If they can repair it themselves they need to hire outside people to do the work for them, or let people know they are incapable of providing service in a timely manner.

  Business Response

  Date: 02/07/2024

  Thank you for reaching out to us regarding our concerns, we apologize for the frustration this has caused.  On 2/6/2024 a Support member contacted you and went over the service issues you were previously experiencing and confirmed these issues are now resolved.  A credit has also been applied to your account for this experience.

  
  Thank you for being a loyal customer. 
  Regards,
  **********************

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/4/23 I cancelled my subscription for Vyve cable service. I opted to have Vyve pick up the equipment since I am a disabled senior. On 10/5 a representative picked up the equipment. I received a bill on Oct. 30. I called and was told not all equipment was returned. The charges would be removed once that happened. Another representative was sent on 11/4 and picked up the equipment. I was still waiting for a corrected bill which I have yet to receive. I did received two Oct. bills with two different totals. I called about both and was told again it would be corrected. I received a call from ******** at a collection agency on 1/8/24. I do not think this should have been turned over to a collection agency. I am also very upsent this has been turned into the credit reporting agencies. **** did not pick up all equipment and **** told me a corrected bill with the charges removed would be sent. **** (********) also told me this would not be reported on my credit. I would like a report sent to the reporting agencies correcting their mistake. I am also very upset they charge disabled senior citizens ***** to pick up equipment.

  Business Response

  Date: 02/09/2024

  Thank you for bringing this to our attention. We apologize for this experience and have investigated your billing concerns further. On  2/7/2024 a Support member was able to discuss your concerns over the phone. We applied a credit for the fee charged to pick up the rental equipment. An email was sent regarding the account balance for service dates 9/28/2023 10/27/2023. We are working with our Internal billing team to review your additional request. We will be following up with any updates.
  
  We appreciate the opportunity to work towards a resolution together.
  
  Thank you,
  Vyve Broadband
  ******************
  ************** 

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to cancel service twice with a representative over the phone. I was assured the service was canceled. I had an unknown charge show up in collections hurting my credit score. I was told my account was "closed" by them, but not upon my request to cancel service, which they claim to have no record of. How would they have known to close my account unless I had requested to cancel. My account was set up with direct deposit, so there was no history of unpaid bills prior to my request to cancel. I was charged an extra two months after my first request to cancel.

  Business Response

  Date: 01/19/2024

  Thank you for sharing your feedback. We apologize for the inconvenience this caused you and are happy to work towards a resolution. On 1/17/2024 a Support member attempted to follow up with you over the phone. We received your request to cancel service 9/16/2022, and have applied credit for service billed 9/16/2022 10/5/2022. We have sent an email to advise you of the adjustments applied to your account and remaining balance due.
  
  We appreciate the opportunity to work towards a resolution.
  
  Regards,
  Vyve Broadband
  ******************
  ************** 

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in on Dec 8th, my internet was not working and I work from home selling health insurance. Nov 1-Dec 15 is my busiest time of year and it determines if I make enought to survive the upcoming year. They could not get a tech out until Dec 14, I lost income due to this. This guy comes in and says there is nothing he can do, another service order is needed because a box down the street has an issue. So after, on 12/19 I get a random text I have a work order, I was 2 hours away, rushed home and did not. Then 12/26 I get another one, but called this time. They were fixing the issue down the street. After it was fixed I called about a bill credit. I was without service 19 days of the month so far but was charged 2/3 of the bill. For one, I only ********** for service no prorated rental or tax charge, how is this legal? I don't need your equipment if my service does not work. I thought fees and tax were set based on amount charged or a monthly time frame? Do you charge new customers the full charge if they start service the middle of the month? I was using hotspot data to work. I just got off the phone with your customer service person who said he seen issues previous naming new years eve as one, my service was nver fixed. No one ever came back to the house to check. I am not paying a bill for something I did not have. You also got an ACP payment of $30 for a month I had working service 4 days. As far as the equiptment rental, the last guy I spoke with said something must be wrong with your eroo, and again you are charging me full price for rental equiptment.

  Business Response

  Date: 01/09/2024

  We value your feedback and appreciate you taking the time to reach out.  On 1/9/2024 a Support member was able to follow up with you over the phone. We escalated your internet concerns to the Technical Operation Manager who is investigating further. We applied a billing adjustment to your account and will be following up to ensure all concerns have been addressed.
  
  Thank you for allowing us to work towards a resolution.
  
  Thank you,
  Vyve Broadband
  ******************
  ************** 

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Broadway came out and buried there internet cable in my back yard @ 2012 ****************. *********,**. *****. The crew cut water lines and my back yard is flooded. I've called several times and I keep getting sent from department to different department. One of ****************** told me to call a plumber and VYVE might pay me back. I dont have the money to hire a plumber and in the mean time my water bill is skyrocketing and my back yard is being destroyed . Please help if possible. my number is ************

  Business Response

  Date: 12/29/2023

  Thank you for taking the time to reach out. We sincerely apologize for any frustrations these issues have caused you. On 12/28/2023 our Technical Operations Manager did a home visit ; to investigate further the concerns. A plan of resolution was set to continue to monitor the standing water and steps advised on plan of action to resolve if the water line is damaged. 
  
  We appreciate the opportunity to work towards a resolution together.
  
  Thank you,
  Vyve Broadband
  ******************
  **************

• Initial Complaint

  Date:12/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company refuses to mail a bill to a PO Box. They say that company policy does not allow ********** to a PO Box. I explained that I live in a small rural town that does not provide mail service to my address - was told - oh well - that's your fault not our fault.

  Business Response

  Date: 12/19/2023

  Vyve Response:
  We appreciate you bringing this to our attention and apologize for any inconvenience this may have caused. Our support member spoke with you on 12/18/23 regarding your billing concerns. We have updated your bill to address to reflect your PO BOX and will be mailing a copy of October, November, and December bills. Thank you for the opportunity to resolve this matter. Thank you for the opportunity to resolve this matter.
  Regards,
  Vyve Broadband